Shoes

[wildcat fan]

I own several Coach bags. The oldest (a small saddle bag) is more than 30 years old and still looks new. Recently I sent a tote bag to Coach for a repair. It cost $398 about 10 years ago. I really wanted to repair it because it was a special gift and my favorite of all the Coach bags I own. One handle is worn so badly that it looks like it could break any day now. The other handle looks fine. The handle resembles a 12" belt with buckles at each end to secure it to the handbag. I completed Coach's repair form and sent it in with my credit card info. The following week it was returned with a letter stating that they couldn't fix it. I called Coach and I was told that their Lifetime Warranty only applies to bags that are under two years old. I replied that I gave them my credit card info and would be happy to pay for the repair. At one point, I even offered $400 for the repair which is what the bag cost new about 10 years ago. The rep repeatedly stated that they don't make straps individually and didn't have any extras just lying around at the repair center. They only repair bags that were manufactured within the past 2 years. I'm going to see if I can get new handles made locally.

Last spring I bought a $698 Coach bag. If I had known that the Lifetime Warranty was only 2 years, I probably would've bought another brand. I'll definitely be handling with care--especially after the 2 year warranty period. Here is Coach's official warranty statement: "Coach products are made to ensure satisfaction and service for the natural life of the product. If, during its lifetime, your item should require repair, we offer a repair service for many of our products." I'm disappointed and surprised to learn that they consider 2 years to be a "lifetime."

[MarieIG]

Two years does not seem to me to be a lifetime repair, rather deceptive advertising. If they mean a two year warranty, they should say a two year warranty. I would write to the president of the company, state that you are a long time customer, and describe what happened. That is awful customer service for supposedly a high-end brand.

[azqfan]

While purchasing a black leather Coach handbag at a Coach store in an upscale mall the salesperson actually said the company considers the lifetime of a leather handbag to be 2 years. I was totally surprised. A low end leather handbag will last that long.

[wildcat fan]

On 8/16/2014 MarieIG said:

Two years does not seem to me to be a lifetime repair, rather deceptive advertising. If they mean a two year warranty, they should say a two year warranty. I would write to the president of the company, state that you are a long time customer, and describe what happened. That is awful customer service for supposedly a high-end brand.

I called three times and spoke to different reps who all gave the same information. I do plan to send a letter expressing my disappointment. I agree that they should just say "2 year warranty" instead of "lifetime."

[wildcat fan]

On 8/16/2014 azqfan said: While purchasing a black leather Coach handbag at a Coach store in an upscale mall the salesperson actually said the company considers the lifetime of a leather handbag to be 2 years. I was totally surprised. A low end leather handbag will last that long.

Exactly!

I usually purchase my bags online or at the mall. All of the mall sales reps have just mentioned "lifetime of the product" warranties, but no one has ever specifically stated 2 years.

[MarieIG]

On 8/16/2014 azqfan said: While purchasing a black leather Coach handbag at a Coach store in an upscale mall the salesperson actually said the company considers the lifetime of a leather handbag to be 2 years. I was totally surprised. A low end leather handbag will last that long.

Yes! When DH and I were first married over 30 years ago, he bought me a small leather handbag on sale from Macy's for $20. That thing REFUSES to fall apart, lol.

[pebblebrook]

That's definitely deceptive. If they pulled that on me I'd be contacting my state's consumer affairs and/or attorney general's office.

[tough_kitty]

They do state ""during the natural life of the product"" - that's where they assume 2 years. Tricky use of words..... $600 purse is supposed to last you only 2 years???

[wildcat fan]

On 8/16/2014 tough_kitty said: They do state "during the natural life of the product" - that's where they assume 2 years. Tricky use of words..... $600 purse is supposed to last you only 2 years???

Yes, the reps emphasized that phrase'--"natural life of the product." IMO, a good quality leather bag should be able to last longer than 2 years.

[tough_kitty]

On 8/16/2014 wildcat fan said:

On 8/16/2014 tough_kitty said: They do state "during the natural life of the product" - that's where they assume 2 years. Tricky use of words..... $600 purse is supposed to last you only 2 years???

Yes, the reps emphasized that phrase'--"natural life of the product." IMO, a good quality leather bag should be able to last longer than 2 years.

I totally agree. They are deceiving consumers with this advertising. You should follow pebblebrook's advice.